Operations Manager II

Concentrix Philippines; Murcia; Presencial; PHP 900 000 - 1 200 000; Tempo integral

Resumo da oferta

Concentrix Philippines is seeking an Operations Manager II to lead program profitability, training, and performance. You will manage direct reports, coordinate with cross-functional teams, and ensure client satisfaction while aligning with contracts and service levels.

The role requires strong leadership, analytical capabilities, and the ability to drive continuous improvement in a fast-paced contact center environment.

Qualificações

• Associate's Degree preferred with 10+ years in roles including progressive management.
• Strong ability to analyze and improve processes.
• Ability to coach and develop action plans to maximize performance.
• Proven ability to implement change and adapt to evolving business needs.
• Excellent written and verbal communication skills.
• Strong organizational and prioritization abilities.
• Ability to mentor and lead a team.
• Initiative with focus on continuous improvement.
• Customer service mindset and professionalism.
• Willingness to work a flexible schedule.

Responsabilidades

• Maintain and grow revenue and profitability of programs; manage revenue, margins, billing, seat utilization and retention.
• Ensure training, staff development, and effective employee relations programs.
• Select, train, develop, and manage performance of direct reports and assigns work per policy.
• Provide leadership to direct reports and implement corrective actions as needed.
• Analyze and maintain Client Service Level Agreements; drive improvement plans.
• Ensure operations comply with active contracts.
• Oversee client relationships and monitor satisfaction.
• Partner with Business Development to expand new business from clients.
• Conduct regular one-on-one reviews with direct reports for performance and development.
• Foster positive work environment through employee engagement and timely issue resolution.
• Participate in cross-functional meetings to drive continuous improvement.
• Maintain relationships with strategic vendors and stay updated on industry trends.
• Participate in opportunity review calls and site visits; represent the site externally.
• Lead business reviews with reports and ensure capacity and requirements are addressed.

Conhecimentos

Communication skills

Leadership

Team management

Coaching and development

Change management

Time management

Prioritization

Mentoring

Customer service mindset

Flexibility

Formação académica

Associate's Degree

Descrição da oferta de emprego

Operations Manager II

Job Description

Essential Functions/Core Responsibilities

• Maintain and grow revenue of program(s); responsible for profitability including revenue, margins, billing, seat utilization and retention
• Ensures program has proficient training, staff development, and effective employee relation/recognition programs
• Selecting, training, developing, and managing performance of direct reports and their associates; including planning and assigning work for staff in accordance with the organization’s policies and applicable legal requirements
• Provide leadership and guidance to direct reports to ensure consistent administration of company policies and standards; define and implement any corrective actions needed to meet operational performance
• Analyze and maintain all Client Service Level Agreements; implement improvement plans as needed
• Ensure that the operations is in compliance with active contracts
• Oversee client relationships; facilitate open communications, understand client perspectives/expectations, and monitor client satisfaction
• Partnering with Business Development to leverage and expand new business from client(s)
• Conduct regular one-on-ones with direct reports to review individual performance, the performance of their teams and offer on-going developmental support
• Create a positive work environment through employee engagement; resolve employee relation issues in a professional and timely manner
• Participate in cross functional meetings to review information received from operational support functions - Training, HR, Quality, WFM, TA.- and partner to define action plans that resolve issues and drive continuous improvement
• Maintain relationships with strategic vendors in order to facilitate open communications, understand changing technologies and stay abreast of industry trends
• Participate in opportunity review calls for new business and facilitate site visits from potential clients, keep up to date through trade shows, industry events, and related activities
• Host Business reviews on regular basis, communicate the overall objectives within common reports (service reports and Operational Efficiency Reports), ensure that customer, operational and capacity requirements are addressed (i.e. Telecommunications, Information Technology, Legal, HR, Finance, Facilities), hold weekly meetings with all functional leaders and direct reports reviewing site operations, needs, and upcoming events

Candidate Profile

• Associate's Degree Preferred with more than ten years of experience (with two to four years of Progressive Management Experience) preferred
• Demonstrated ability to analyze and improve work processes; establish a course of action for self and others to accomplish specific goals
• Demonstrated ability to coach and develop action plans, which maximize performance, and provide effective feedback
• Demonstrated ability to implement Change; flexibility to quickly adapt to changing business needs
• Work well under pressure and follow through on items to completion while maintaining professional demeanor
• Excellent communication skills, both written and verbal. Ability to effectively present information to internal and external associates
• Proven ability to organize and prioritize projects in a fast-paced and deadline-oriented business environment
• Demonstrated ability to mentor, coach and provide direction to a team of employees
• Demonstrated ability to take initiative and ownership with focus on continuous improvement
• Demonstrated ability to foster customer service disposition and sense of professionalism for self and team
• Willingness to work a flexible schedule

Career Framework Role

Provides leadership to managers, supervisors and/or professional staff. Is accountable for the performance and results of multiple related units. Recommends operational objectives and develops departmental plans, including business, production and/or organizational priorities. Controls resources and policy formation in area of responsibility. Decisions are guided by resource availability and functional objectives. Develops and administers performance requirements; may have budget responsibilities.

Disclaimer

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel working within this job title.

Location:

PHL Bacolod City - Two Sanparq

Time Type:

Full time